Client Support Specialist

GoTeam is currently in search of a skilled Client Support Specialist to join our growing team. As the first point of contact for onboarded clients, you will play a crucial role in ensuring a stellar client experience. From processing orders to training clients on our systems, your passion for delivering top-notch service will shine through. If you're a self-motivated problem-solver with excellent communication and time management skills, we want you on our team. Join us and be a part of our success!

Work Requirements:

• Remote
• Night shift
• Salary of up to PHP 50K

Responsibilities:

• Serve as the primary point of contact for clients, addressing any service-related inquiries, concerns, or issues in a timely and professional manner.
• Build and maintain strong relationships with clients by understanding their needs, identifying opportunities for improvement, and providing exceptional customer service.
• Develop and implement strategies to increase client satisfaction and retention rates.
• Collaborate with cross-functional teams, such as sales and product development, to ensure the delivery of high-quality solutions and services to clients.
• Regularly monitor and report on key performance metrics, including client satisfaction, service level agreements, and revenue growth.
• Proactively identify potential risks or challenges and develop solutions to mitigate them, maintaining a customer-centric approach.
• Continuously gather and analyze client feedback and make recommendations for process improvements or new product offerings.
• Manage the onboarding process for new clients, ensuring a smooth transition and strong understanding of the company's services.
• Stay up-to-date with industry trends, developments, and best practices to provide strategic insights and recommendations for clients.
• Maintain accurate and detailed client records and documentation to ensure seamless operations and effective communication.

Qualifications:

• Bachelor's degree in a relevant field or equivalent experience.
• Minimum of 2 years of experience in client-facing roles, preferably in a B2B environment.
• Exceptional communication and interpersonal skills, with the ability to build rapport and maintain strong client relationships.
• Strong problem-solving and analytical skills, with the ability to identify and resolve issues quickly and effectively.
• Proven track record of meeting or exceeding client satisfaction and retention goals.
• Proficiency in Microsoft Office Suite and customer relationship management (CRM) software.
• Ability to work independently and manage multiple tasks and priorities simultaneously.
• Strong attention to detail and organizational skills.
• Adaptability and flexibility to thrive in a fast-paced, ever-changing environment.
• Passion for providing exceptional customer service and dedication to continuously improving the client experience.

Your Benefits:

• Company-provided laptop and an extra monitor for enhanced productivity and convenience.
• 7 Habits of Highly Effective People Training.
• Your copy of "Little Black Book for Stunning Success"
• Exceed Institute, Masterclass and GoTeam Cares program to help you navigate life and build a rich and connected family life.
• Get HMO coverage from day one for you and a dependent, with P200K coverage, private room benefits, and P10K medication reimbursement for both. Extend this healthcare opportunity to up to four additional dependents, including your common law partner.
• 24/7 access to counseling support for mental health through our Employee Assistance Program (EAP), helping you thrive amid parenting challenges, stress, or relationship issues.
• Free legal advice and financial consultations as part of the EAP.
• Access to Salary Finance Platform for personal loans upon regularization, repayable via direct salary deduction
• P1,000,000 Life Insurance coverage.
• Access to personal loans upon regularization, repayable via salary deduction
• Leave policy granting 10 days of annual leave, increasing to 15 days after one year.
• Welcome gift on your first day.
• Monthly Discover You lunch featuring CEO presentations, leadership training, and Values Awards.
• Monthly gratitude celebrations and prizes, including Trivia, Talent Night, Personal Development, and Acoustic Nights.
• Welcome Tea with the CEO and work anniversary celebrations.
• Earn P10K employee referral bonus and a chance to win a trip for two (2) to Bali, Indonesia.

Your Family's Benefits:

• 24/7 access to confidential counseling support for mental health for four family members through our Employee's Family Assistance Program (EFAP).
• Preventive Care: Health Education Counseling on diet or exercise, periodic monitoring of health problems, family planning counseling, four (4) wellness sessions, 5 sessions of Mindcare Counseling per member per year with ₱5,000 reimbursement once the 5 sessions are fully consumed.
• Free legal advice and financial consultations for four family members as part of the EFAP.
• Free Telemedicine for four family members.
• Personal invites for your family members to our monthly virtual events, with opportunities to win prizes.

Our Story

In 2014, our CTO and Founder Matt Kesby starts Go-Virtual Assistants (GO-VA) with one full-time member. The following year, CEO Fiona Kesby moves to Cebu to be onsite as the company scales. She emphasizes that the best way to attract talent is to take exceptional care of them.

In 8 years, GoTeam has grown its client base to business owners from Australia, the U.S., the U.K. and Singapore. Working with highly skilled and motivated team members in GoTeam gives these businesses all the benefits of outsourcing and offshoring, without any of the complications and additional costs of starting their own office locally.

The warmth and welcoming culture of GoTeam starts from Day 1, with our Chief Happiness Officers providing each new team member with a Welcome Kit. HMO Coverage for yourself and 1 dependent kick in on Day 1 as well.

Among GoTeam’s core values are Discovery and Humility. (The overarching one is Care.) Fiona sets an example of leading by these values by consistently encouraging team members to read and discover new skills, industry best practices, and advice for leadership, self-care, and growth.

Monthly “Discover You” events are being held to ensure that the entire company is up-to-date with current developments, celebrate wins from the previous month, and acknowledge those team members who have made an impact in their clients’ businesses and exceed expectations as well.

At GoTeam, no team member is left behind. Everyone is heard and made to feel that they truly belong.